This guide is maintained as a current resource for September 2026 and covers only the laws of England and Wales. Information is for general guidance, not legal advice. Consult a qualified solicitor for advice specific to your situation.
Learn what to do if you receive unsolicited online goods in the UK. This guide explains your legal rights, when you must not pay or return items, how to respond to trader demands, and how consumer law protects you in England and Wales.
Receiving a package you never ordered can be confusing. You might be unsure whether you are legally obliged to pay, return the items, or take action to protect your rights. In the United Kingdom, consumer law provides specific protections for people who receive unsolicited online goods - items sent without your express request or agreement. This article explains what the law says, how to respond in practice, and what options are available if a business wrongly demands payment or return of such goods.
What Counts as Unsolicited Online Goods?
Unsolicited goods are items that arrive at your address which you did not order, request or consent to receive. These can include:
- Parcels from a company you've never dealt with.
- Follow‑up shipments after a free sample or trial that you did not agree to.
- Unexpected products that arrive without any clear explanation.
These situations can arise due to errors, “brushing” schemes (where sellers send products to generate fake reviews), marketing tactics, or unscrupulous commercial practices. Receiving such goods does not, by itself, create a legal obligation to pay or return them.
Your Legal Rights When You Receive Unsolicited Goods
No Obligation to Pay or Return
Under UK law, if goods are truly unsolicited - meaning you did not ask for them and never agreed to any contract - you are not legally required to pay for them. You are also not obliged to return them. You may treat such goods as an unconditional gift if you choose to keep them.
This principle is grounded in consumer protection laws that prevent traders from imposing contractual obligations where none exist. It is also reflected in historic protections such as the Unsolicited Goods and Services Act 1971 and provisions retained or reinforced in newer legislation, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Protection from Unfair Trading Regulations 2008.
Demanding Payment Is an Unfair Practice
A trader or third party cannot lawfully demand payment for items you did not order. Acting as if you owe money - for example by sending bills, threats of debt collection, or warnings about legal action - can constitute an unfair commercial practice. Under UK consumer law, this is prohibited.
If the sender tries to pressure you to pay or impose additional costs, you are entitled to ignore these demands and retain the goods without liability.
Evidence of Contract Is Their Responsibility
If a company claims you did enter into a contract and therefore owe payment, the burden of proof lies with them. They must provide clear and convincing evidence that you agreed to buy the goods or that a valid contract exists. Simply sending goods does not create a contract or obligation to pay.
Practical Steps to Take If You Receive Unsolicited Goods
1. Check Whether You Actually Ordered the Goods
Confirm whether the parcel relates to an online order you or a household member placed. Mistakes in delivery address or duplicate deliveries of ordered items are common and are distinct from unsolicited goods.
2. Do Not Pay or Return Goods Automatically
If the goods are genuinely unsolicited:
- You do not have to pay for them.
- You do not have to return them unless you choose to do so.
- You may keep them free of charge.
This applies whether the claim comes from the sender or from debt collectors engaged by the sender.
3. Respond in Writing When Contacted
If a company or collection agent contacts you claiming you owe money:
- Send a written non‑payment notice stating you received unsolicited goods without agreement and have no contractual obligation to pay.
- Keep copies of all correspondence.
This creates a clear record if the situation escalates.
4. Know Your Rights Under Unfair Trading Law
If a business threatens legal action or harasses you, the practice may be unlawful under the Consumer Protection from Unfair Trading Regulations 2008. You can cite these protections in your response.
5. Report Persistent or Harassing Behaviour
If the company continues to demand payment or uses aggressive tactics:
- Contact Citizens Advice to discuss your situation.
- Consider reporting the conduct to Trading Standards.
- If necessary, seek independent advice from a solicitor experienced in consumer law.
Collecting evidence of unsolicited delivery and communications will support any complaint or claim you choose to make.
Common Scenarios Explained
Free Samples Followed by Paid Shipments
If you receive a free sample and then subsequent parcels that you have not explicitly agreed to buy, you are not obligated to pay for these follow‑ups. Under UK consumer rights law, you must agree to additional shipments before payment becomes due.
Errors in Delivery
If goods arrive due to a delivery error (for example, they were meant for a different address), the legal position is less clear than with purely unsolicited goods. In those cases, it is prudent to:
- Contact the sender to clarify the situation.
- Not assume you can keep the goods without correspondence.
However, if a trader still demands payment for goods you never ordered, the unsolicited goods protections may apply as described above.
Threats of Debt Collection or Legal Action
Being told you will be taken to court or have debt action started against you for unsolicited goods is unlawful if no contract exists. You are entitled to categorically refuse such claims and seek advice on reporting unfair practices.
Key Takeaways
Receiving unsolicited online goods can be unsettling, but UK consumer law provides strong rights to protect you:
- You are not obligated to pay for or return unsolicited goods you did not order.
- Trader demands for payment or return in such situations can be unfair commercial practices under consumer law.
- You may treat unsolicited items as gifts, and the law places the burden on the sender to prove any contract existed.
- If contacted by traders or debt collectors, respond in writing, assert your rights, and seek advice from Citizens Advice or Trading Standards if necessary.
Understanding these protections helps you respond confidently and avoid liability for goods you never requested.
